Author: azeeadmin

17 Feb 2021

Grafana Labs launches observability stack for enterprise customers

Grafana Labs has created an open-source observability trifecta that includes Prometheus for monitoring, Loki for logging and Tempo for tracing. Today, the company announced it was releasing enterprise versions of these open-source projects in a unified stack designed specifically for the needs of large companies.

Company CEO Raj Dutt says that this product is really aimed at the largest companies in the world, who crave control over their software. “We’re really going after at-scale users who want a cutting-edge observability platform based on these leading open-source projects. And we are adding a lot of feature differentiation in the enterprise version along with 24/7 support from the experts, from the people who have actually created software,” he said.

Among those features is a set of plug-ins that lets these large customers pull data into the platform from leading enterprise software companies, including Splunk, New Relic, MongoDB and Snowflake. The Enterprise Stack also provides enhanced authentication and security.

Dutt calls this product self-managed to contrast it with the managed cloud versions of the product the company already has been offering for some time. “We have two main products, Grafana Cloud and now Grafana Enterprise Stack. Grafana Cloud is our hosted deployment model, and the Grafana Enterprise Stack is essentially licensed software that customers are free to run however they want, whether that’s on prem, in a colocation company like Equinix or on the cloud vendor of their choice,” Dutt explained.

They can also mix and match their deployments across the cloud or on-prem in a hybrid style, and the large enterprise customers that the company is going after with this product should like that flexibility. “It also allows them to hybridize their deployments, so they may decide to use the cloud for metrics, but their logs contain a lot of sensitive information [and they want to deploy that on prem]. And since it’s a composable stack, they may have a hybrid deployment that’s partly in the cloud and partly on prem,” he said.

When you combine this new enterprise version with the managed cloud version that already exists, it gives Grafana another potentially large revenue source. The open-source products act as a driver, giving Grafana a way into these companies, and Dutt says they know of more than 700,000 instances of the open-source products in use across the world.

While the open-source business model usually only turns a fraction of these users into paying customers, having numbers like this gives the company a huge head start and it’s gotten the attention of investors. The company has already raised over $75 million, including a $24 million Series A 2019 and a $50 million Series B in 2020.

17 Feb 2021

Spectral raises $6.2M for its DevSecOps service

Tel Aviv-based Spectral is bringing its new DevSecOps code scanner out of stealth today and announcing a $6.2 million funding round. The startup’s programming language-agnostic service aims to automated code security development teams to help them detect potential security issues in their codebases and logs, for example. Those issues could be hardcoded API keys and other credentials, but also security misconfiguration and shadow IT assets.

The four-person founding team has a deep background in building AI, monitoring and security tools. CEO Dotan Nahum was a Chief Architect at Klarna and Conduit (now Como, though you may remember Conduit from its infamous toolbar that was later spun off), and the CTO at Como and HiredScore, for example. Other founders worked on building monitoring tools at Elastic and HP and on security at Akamai. As Nahum told me, the idea for Spectral came to him and co-founder and COO Idan Didi during their shared time at mobile application build Conduit/Como.

Image Credits: Spectral

“We basically stored certificates for every client that we had, so we could submit their apps to the various marketplaces,” Nahum told me of his experience at Counduit/Como. “That certificate really proves that you are who you are and it’s super sensitive. And at each point at these companies, I really didn’t have the right tools to actually make sure that we’re storing, handling, detecting [this information] and making sure that it doesn’t leak anywhere.”

Nahum decided to quit his current job and started to build a prototype to see if he could build a tool that could solve this problem (and his work on this prototype quickly discovered an issue at Slack). And as enterprises move from on-premises software to the cloud and to microservices and DevOps, the need for better DevSecOps tools is only increasing.

“The emphasis is to create a great developer experience,” Nahum noted. “Because that’s where we started from. We didn’t start as a top down cyber tool. We started as a modest DevOps friendly, developer-friendly tool.”

Image Credits: Spectral

One interesting aspect of Spectral’s approach, which uses a machine learning model to detect these breaches across programming languages, is that it also scans public-facing systems. On the backend, Spectral integrates with tools like Travis, Jenkins, CircleCI, Webpack, Gatsby and Netlify, but it can also monitor Slack, npm, maven and log providers — tools that most companies don’t really think about when they think about threat modeling.

“Our solution prevents security breaches on a daily basis,” said Spectral co-founder and COO Idan Didi. “The pain points we’re addressing resonate strongly across every company developing software, because as they evolve from own-code to glue-code to no-code approaches they allow their developers to gain more speed, but they also add on significant amounts of risk. Spectral lets developers be more productive while keeping the company secure.”

The company was founded in mid-2020, but it already has about 15 employees and counts a number of large publicly-listed companies among its customers.

17 Feb 2021

TigerGraph raises $105M Series C for its enterprise graph database

TigerGraph, a well-funded enterprise startup that provides a graph database and analytics platform, today announced that it has raised a $105 million Series C funding round. The round was led by Tiger Global and brings the company’s total funding to over $170 million.

“TigerGraph is leading the paradigm shift in connecting and analyzing data via scalable and native graph technology with pre-connected entities versus the traditional way of joining large tables with rows and columns,” said TigerGraph founder and CEO, Yu Xu. “This funding will allow us to expand our offering and bring it to many more markets, enabling more customers to realize the benefits of graph analytics and AI.”

Current TigerGraph customers include the likes of Amgen, Citrix, Intuit, Jaguar Land Rover and UnitedHealth Group. Using a SQL-like query language (GSQL), these customers can use the company’s services to store and quickly query their graph databases. At the core of its offerings is the TigerGraphDB database and analytics platform, but the company also offers a hosted service, TigerGraph Cloud, with pay-as-you-go pricing, hosted either on AWS or Azure. With GraphStudio, the company also offers a graphical UI for creating data models and visually analyzing them.

The promise for the company’s database services is that they can scale to tens of terabytes of data with billions of edges. Its customers use the technology for a wide variety of use cases, including fraud detection, customer 360, IoT, AI and machine learning.

Like so many other companies in this space, TigerGraph is facing some tailwind thanks to the fact that many enterprises have accelerated their digital transformation projects during the pandemic.

“Over the last 12 months with the COVID-19 pandemic, companies have embraced digital transformation at a faster pace driving an urgent need to find new insights about their customers, products, services, and suppliers,” the company explains in today’s announcement. “Graph technology connects these domains from the relational databases, offering the opportunity to shrink development cycles for data preparation, improve data quality, identify new insights such as similarity patterns to deliver the next best action recommendation.”

17 Feb 2021

Fictiv nabs $35M to build out the ‘AWS of hardware manufacturing’

Hardware may indeed be hard, but a startup that’s built a platform that might help buck that idea by making hardware a little easier to produce has announced some more funding to continue building out its platform.

Fictiv, which positions itself as the “AWS of hardware” — providing a platform for those needing to produce some hardware, giving them a place to design, price and order those pieces and eventually get them from one place to another — has raised $35 million.

Fictiv will be using the money to continue building out its platform and the supply chain that underpins its business, which the startup describes as a “Digital Manufacturing Ecosystem.”

Dave Evans, the CEO and founder, said that the focus of the company has been and will continue to be not mass-produced items but prototypes and other objects that are specialized and by their nature not aimed at mass markets, such as particular medical devices.

“We are focused on 1,000 to 10,000,” he said in an interview, which he said was a challenging number of produce as these kinds of jobs fall short of seeing bigger economies of scale, but are still too big to be considered small and inexpensive. “This is the range where most products still die.”

The round — a Series D — is coming from a mix of strategic and financial investors. Led by 40 North Ventures, it also includes Honeywell, Sumitomo Mitsui Banking Corp., Adit Ventures and M20 (Microsoft’s strategic investment arm), as well as past backers Accel, G2VP and Bill Gates.

The funding brings the total raised by Fictiv to $92 million. Its valuation is not being disclosed.

Fictiv last raised money nearly two years ago — a $33 million round in early 2019 — and the interim years have well and truly tested the business concept that he envisioned when first establishing the startup.

Even before the pandemic, “we had no idea what the trade wars between the U.S. and China would do,” he said. Quite abruptly, the supply chain got completely “crunched, with everything shut down” in China over those tariff disputes.

Fictiv’s fix was to shift manufacturing to other parts of Asia such as India, and to the U.S. That, in turn, ended up helping the company when the first wave of COVID-19 hit, initially in China.

Then came the global outbreak, and Fictiv found itself shifting yet again as plants shut down in the countries where it had recently opened.

Then, with trade issues cooled down, Fictiv again reignited relationships and operations in China, where COVID had been contained early, to continue working there.

“I guess we were just in the right places at the right time,” he said.

The startup made its name early on with building prototypes for tech companies neighboring it in the Bay Area, startups build VR and other gadgets, with services that included injection molding, CNC machining, 3D printing and urethane casting, with customers using cloud-based software to design and order parts, which then were routed by Fictiv to the plants best suited to make them.

These days, while that business continues, Fictiv is also working with very large global multinationals on their efforts with smaller-scale manufacturing, products that are either new or unable to be tooled as efficiently in their existing factories.

Work that it does for Honeywell, for example, includes mostly hardware for its aerospace division. Medical devices and robotics are two other big areas for the company currently, it said.

Fictiv is not the only company eyeing up this opportunity. Others that have been building marketplaces that either directly compete with what Fictiv has built, or targets other aspects of the chain such as marketplaces for design, or marketplaces for factories to connect with designers, or materials designers include Geomiq in England, Carbon (which is also backed by 40 North), Fathom in Oakland, Kreatize in Germany, Plethora (backed by the likes of GV and Founders Fund), and Xometry (which also recently raised a significant round).

Evans and his investors are careful not to describe what they do as specifically industrial technology to keep the focus on the bigger opportunities with digital transformation and of course the kinds of applications one might have for the platform that Fictiv has built.

“Industrial tech is a misnomer. I think of this as digital transformation, cloud-based SaaS and AI,” said Marianne Wu, a managing director at 40 North Ventures. “The baggage of industrial tech tells you everything about the opportunity.”

Fictiv’s pitch is that by taking on the supply-chain management of producing hardware for a business, it can produce hardware using its platform in a week, a process that might have previously taken three months to complete, which can mean lower costs and more efficiency.

“And when you speed up development, you see more products getting introduced,” he said.

There is still a lot of work to be done, however. One of the big sticking points in manufacturing has been the carbon footprint that it creates in production, and also in terms of the resulting goods that are produced.

That will likely become even more of an issue, if the Biden administration follows through on its own commitments to reduce emissions and to lean more on companies to follow through for those ends.

Evans is all too aware of that issue and accepts that manufacturing may be one of the hardest to shift.

“Sustainability and manufacturing are not synonymous,” he admits. And while materials and manufacturing will take longer to evolve, for now, he said the focus has been on how to implement better private and public and carbon credits programs. He envisions a better market for carbon credits, he said, with Fictiv doing its part with the launch of its own tool for measuring this.

“Sustainability is ripe for disruption, and we hope to have the first carbon-neutral shipping program, giving customers better choice for more sustainability. It’s on the shoulders of companies like us to drive this.”

17 Feb 2021

Peak AI nabs $21M for a platform to help non-tech companies make AI-based decisions

One of the biggest challenges for organizations in modern times is deciding where, when and how to use the advances of technology, when the organizations are not technology companies themselves. Today, a startup out of Manchester, England, is announcing some funding for a platform that it believes can help.

Peak AI, which has built technology that it says can help enterprises — specifically those that work with physical products such as retailers, consumer goods companies and manufacturing organizations — make better, AI-based evaluations and decisions, has closed a round of $21 million.

The Series B is being led by Oxx, with participation from past investors MMC Ventures and Praetura Ventures, as well as new backer Arete. It has raised $43 million to date and is not disclosing its valuation.

Richard Potter, the CEO who co-founded the company with Atul Sharma and David Leitch, said that the funding will be used to continue expanding the functionality of its platform, adding offices in the U.S. and India, and growing its customer base.

Its list of clients today is an impressive one, including the retailer PrettyLittleThing, KFC, PepsiCo, Marshalls and Speedy Hire.

As Potter describes it, Peak identified its opportunity early on. It was founded in 2014, a time non-tech enterprises were just starting to grasp how the concept of AI could apply to their businesses but felt it was out of their reach.

Indeed, the larger landscape for AI services at that time was primarily one focused on technology companies, specifically companies like Google, Amazon and Apple that were building AI products to power their own services, and often snapping up the most interesting talent in the field as it manifested through smaller startups and universities.

Peak’s basic premise was to build AI not as a business goal for itself but as a business service. Its platform sits within an organization and ingests any data source that a company might wish to feed into it.

While initial integration needs technical know-how — either at the company itself or via a systems integrator — using Peak day-to-day can be done by both technical and non-technical workers.

Peak says it can help answer a variety of questions that those people might have, such as how much of an item to produce, and where to ship it, based on a complex mix of sales data; how to manage stock better; or when to ramp up or ramp down headcount in a warehouse. The platform can also be used to help companies with marketing and advertising, figuring out how to better target campaigns to the right audiences, and so on.

Peak is not the first company that has seized on the concept of using a “general” AI to give non-tech organizations the same kinds of superpowers that the likes of big tech now use in their own businesses everyday.

Sometimes the ambition has outstripped the returns, however.

Witness Element AI, a highly-touted startup backed by a long list of top-shelf strategic and financial investors to build, essentially, an AI services business for non-tech companies to use as they might these days use Accenture. It never quite got there, though, and was acquired by ServiceNow last year at a devalued price of $500 million, the customer deals it had were wound down, and the tech was integrated into the bigger company’s stack.

Other efforts within hugely successful tech companies have not fared that well either.

“Einstein’s features are essentially useless, and you can quote me on that,” said Potter of Salesforce’s in-house CRM AI business. “Because it is too generic, it doesn’t predict anything useful.”

And that is perhaps the crux of why Peak AI is working for now: it has remained focused for now on a limited number of segments of the market, in particular those with physical objects as the end product, giving the AI that it has built a more targeted end point. In other words, it’s “general” but only for specific industries.

And it claims that this is paying off. Peak’s customers have reported a 5% increase in total company revenues, a doubling of return on advertising spend, a 12% reduction in inventory holdings and a 5% reduction in supply chain costs, according to the company (although it doesn’t specify which companies, which products or anything that points to who or what is being described).

“Richard and the excellent Peak team have a compelling vision to optimize entire businesses through Decision Intelligence and they’re delivering real-world benefits to a raft of household name customers already,” said Richard Anton, a general partner at Oxx, in a statement. “The pandemic has meant digitization is no longer a choice; it’s a requirement. Peak has made it easier for businesses to get started and see rapid results from AI-enabled decision making. We are delighted to support Peak on their way to becoming the category-defining global leader in Decision Intelligence.” Anton is joining the board with this round.

17 Feb 2021

vArmour, the multi-cloud security startup, raises $58M en route to IPO

Enterprises have been loading more of their operations into cloud — and, more often than not, multi-cloud — environments over the last year, creating vast networks of services that can be complex to manage. Today, vArmour, a startup that provides ways to manage in real time and ultimately secure how applications (and people) work in those fragmented environments, is announcing funding to capitalize on the demand for its services.

The Bay Area startup has picked up funding of $58 million in what it described as an oversubscribed round. Co-led by previous backers AllegisCyber Capital and NightDragon, existing investors Standard Chartered Ventures, Highland Capital Partners, Australian carrier Telstra, Redline Capital and EDBI also participated.

CEO Tim Eades (who co-founded the company with Roger Lian) said this round is likely to be its final fundraising ahead of an IPO for the company.

“We had one hell of a year in 2020 with companies rushing to the cloud,” he said in an interview, with net new annual recurring revenue doubling year over year in the last year. It started out, he noted, with perhaps 10% of business processes in the cloud, and ended at more like 50%. “Now the focus for us is to get to the public markets, maybe in two or 2.5 years from now.”

The company appointed a CFO last October as part of its go-public plan, he noted — Chris Dentiste, who previously had been the CFO of RSA. “His job is to help me find the right window. My job is to make sure we have enough fuel in the tank, and we do,” said Eades.

He added that the company is likely also to look at making some acquisitions in the meantime. A recent launch of an AI lab in Calgary, Canada, points to one area where we might see some activity.

The company is not disclosing its valuation, although Eades confirmed it was a significant up-round. It has raised $197 million to date.

For some context, in the last round of funding that we covered — a $44 million round in 2019 led by the same two investors — we mentioned a PitchBook estimate of $420 million from the previous round — a figure that the company did not dispute with us at the time.

VArmour has been around for several years, with the first three spent in stealth mode, quietly building its technology, raising money and amassing early customers. Those customers, Eades said, fall into categories like telecommunications (strategic backer Telstra being one of them), and financial services.

Those industries speak largely to the challenges that vArmour is addressing in its business.

Legacy businesses in critical verticals often pre-date the modern era of business, and while many of them are going through what enterprise people like to refer to as “digital transformation”, the evolution is not a smooth one.

In many cases, adopting new technologies can be slow, and in almost every case, when you are talking about large enterprises, the changes are very piecemeal, affecting one particular service, or region, or department, or even a subsection of any of those.

All of this means that for malicious actors, there are a number of options to tackle when setting out to look for vulnerabilities in a business or its network, and for those on the inside, it makes for a very complicated and fragmented situation when it comes to monitoring those networks and the services running on them, finding vulnerabilities or suspicious activity, and doing something about that. VArmour’s term that it uses for this is “Application Relationship Management.”

Eades — whose background includes working for the likes of IBM but also leading a number of startups acquired by bigger technology giants — has first-hand understanding of how that complexity looks from both sides, from the end user end and from the service provider end. That is in essence what his company has identified and is trying to fix.

Having started out in managing application policies and providing insights to protect on that front, the company is expanding the range of tools that it provides with the recent launch of identity access management on top of that.

But that is likely to be just one of the product steps that it takes to tackle what remains a difficult problem to fix, as its growth is related not just to the growth of activity on a network, but further digital migration of services, and the rise of new technology within an organization’s stack.

(And that is also an area that vArmour is not alone in considering, or even the only approach to tackling it: consider yesterday’s news of Palo Alto Networks acquiring Bridgecrew to extend its own ability to provide automated security monitoring services to DevOps teams.)

“Managing risk and resiliency in the hybrid cloud is one of the most significant security challenges for enterprises,” said Bob Ackerman, founder and managing director at AllegisCyber Capital, in a statement. “vArmour’s platform provides the visibility, controls, and accountability necessary to actively manage these challenges and has done this for hundreds of customers. We are ecstatic to be part of their next stage of growth.”

“As applications become more complex, more distributed, and more targeted by attackers, the importance of full visibility into the relationships between applications becomes increasingly important,” added Dave DeWalt, founder of NightDragon. “vArmour’s approach to application relationship management ensures that enterprises of all sizes can continuously audit, respond, and control identity relationships to best protect their important IP, and mitigate risk to the business.”

17 Feb 2021

Sinch acquires Inteliquent for $1.14B to take on Twilio in the US

After raising $690 million from SoftBank in December to make acquisitions, the Sweden-based cloud communications company Sinch has followed through on its strategy in that department. Today the company announced that it is acquiring Inteliquent, an interconnection provider for voice communications in the U.S. currently owned by private equity firm GTCR, for $1.14 billion in cash.

And to finance the deal, Sinch said it has raised financing totaling SEK8.2 billion — $986 million — from Handelsbanken and Danske Bank, along with other facilities it had in place.

The deal will give Sinch — a competitor to Twilio with a range of messaging, calling and marketing (engagement) APIs for those building communications into their services in mobile apps and other services — a significant foothold in the U.S. market.

Inteliquent — a profitable company with 500 employees and revenues of $533 million, gross profit of $256 million, and Ebitda of $135 million in 2020 — claims to be one of the biggest voice carriers North America, serving both other service providers and enterprises. Its network connects to all the major telcos, covering 94% of the U.S. population, with more than 300 billion minutes of voice calls and 100 million phone numbers handled annually for customers.

Sinch is publicly traded in Sweden — where its market cap is current at $13 billion (just over 108 billion Swedish krona) — and the acquisition begs the question of whether the company plans to establish more of a financial presence in the U.S., for example with a listing there. We have asked the company what its next steps might be and will update this post as and when we learn more.

“Becoming a leader in the U.S. voice market is key to establish Sinch as the leading global cloud communications platform,” said Oscar Werner, Sinch CEO, in a statement. “Inteliquent serves the largest and most demanding voice customers in America with superior quality backed by a fully-owned network across the entire U.S.. Our joint strengths in voice and messaging provide a unique position to grow our business and power a superior customer experience for our customers.”

Inteliquen provides two main areas of service, Communications-Platform-as-Service (CPaaS) for API-based services to provide voice calling and phone numbers; and more legacy Infrastructure-as-a-Service (IaaS) products for telcos such as off-net call termination (when a call is handed off from one carrier to another) and toll-free numbers. These each account for roughly half of the total business although — unsurprisingly — the CPaaS business is growing at twice the rate of IaaS.

Its business, like many others focusing on services for people who are relying more on communications services as they are seeing each other in person less — saw a surge of use this past year, it said. (Revenues adjusted without Covid lift, it noted, would have been $499 million, so still healthy.)

As for Sinch, since spinning out from Rebtel in 2014 to take on the business of providing comunications tools to developers, it has been on an acquisition roll to bulk up its geographical reach and the services that it provides to those customers.

Deals have included, most recently, buying ACL in India for $70 million and SAP’s digital interconnect business for $250 million. The deals — combined with Twilio’s own acquisitions of companies like Sendgrid for $2 billion and last year’s Segment for $3.2 billon, speak both to the bigger trend of consolidation in the digital (API-based) communications space, as well as the huge value that is contained within it.

Inteliquent itself had been in private equity hands before this, controlled by GTCR based in Chicago, like Inteliquent itself. According to PitchBook, its most recent financing was a mezzanine loan from Oaktree Capital in 2018 for just under $19 million.

Interestingly, Inteliquent itself has been an investor in innovative communications startups, participating in a Series B for Zipwhip, a startup that is building better ways to integrate mobile messaging tools into landline services.

“We’re excited about the tremendous opportunities this combination unlocks, expanding the services we can provide to our customers. Combining our leading voice offering with Sinch’s global messaging capabilities truly positions us for leadership in the rapidly developing market for cloud communications“, comments Ed O’Hara, Inteliquent CEO, in a statement.

17 Feb 2021

Dixa acquires Elevio, the ‘knowledge management’ platform helping brands improve customer support

Dixa, the Danish customer support platform promising more personalised customer support, has acquired Melbourne-based “knowledge management” SaaS Elevio to bolster its product and technology offerings.

The deal is said to be worth around $15 million, in a combination of cash and Dixa shares. This sees Elevio’s own VC investors exit, and Elevio’s founders and employees incentivised as part of the Dixa family, according to Dixa co-founder and CEO, Mads Fosselius.

“We have looked at many partners within this space over the years and ultimately decided to partner with Elevio as they have what we believe is the best solution in the market,” he tells me. “Dixa and Elevio have worked together since 2019 on several customers and great brands through a strong and tight integration between the two platforms. Dixa has also used Elevio’s products internally and to support our own customers for self service, knowledge base and help center”.

Fosselius says that this “close partnership, strong integration, unique tech” and a growing number of mutual customers eventually led to a discussion late last year, and the two companies decided to go on a journey together to “disrupt the world of customer service”.

“The acquisition comes with many interesting opportunities but it has been driven by a product/tech focus and is highly product and platform strategic for us,” he explains. “We long ago acknowledged that they have the best knowledge product in the market. We could have built our own knowledge management system but with such a strong product already out there, built with a similar tech stack as ours and with a very aligned vision and culture fit to Dixa, we felt this was a no brainer”.

Founded in 2015 by Jacob Vous Petersen and Mads Fosselius, Dixa wants to end bad customer service with the help of technology that claims to be able to facilitate more personalised customer support. Originally dubbed a “customer friendship” platform, the Dixa cloud-based software works across multiple channels — including phone, chat, e-mail, Facebook Messenger, WhatsApp and SMS — and employs a smart routing system so the right support requests reach the right people within an organisation.

Broadly speaking, the platform competes with Zendesk, Freshdesk and Salesforce. However, there’s also overlap with Intercom in relation to live chat and messaging, and perhaps MessageBird with its attempted expansion to become an “Omnichannel Platform-as-a-Service” (OPaaS) to easily enable companies to communicate with customers on any channel of their choosing.

Meanwhile, Elevio is described as bridging the gap between customer support and knowledge management. The platform helps support agents more easily access the right answers when communicating with customers, and simultaneously enables end-users to get information and guidance to resolve common issues for themselves.

Machine learning is employed so that the correct support content is provided based on a user’s query or on-going discussion, whilst also alerting customer support teams when documents need updating. The Australian company also claims that creating user guides using Elevio doesn’t require any technical skills and says its “embeddable assistant” enables support content to be delivered in-product or injected into any area of a website “without involving developers”.

Adds the Dixa CEO : “Customer support agents still spend a lot of time helping customers with the same type of questions over and over again. Together with Elevio we are able to ensure that agents are given the opportunity to quickly replicate best practice answers, ensuring fast, standardised and correct answers for customers. Elevio is the world leader in applying machine learning to solve this problem”.

17 Feb 2021

Jet co-founder Nate Faust is building a more sustainable e-commerce experience with Olive

Nate Faust has spent years in the e-commerce business — he was a vice president at Quidsi (which ran Diapers.com and Soap.com), co-founder and COO at Jet (acquired by Walmart for $3.3 billion) and then a vice president at Walmart.

Over time, he said it slowly dawned on him that it’s “crazy” that 25 years after the industry started, it’s still relying on “single-use, one-way packaging.” That’s annoying for consumers to deal with and has a real environmental impact, but Faust said, “If any single retailer were to try to tackle this problem right now on their own, they would run up into a huge cost increase to pay for this more expensive packaging and this two-way shipping.”

So he’s looking to change that with his new startup Olive, which consolidates a shopper’s purchases into a single weekly delivery in a reusable package.

Olive works with hundreds of different apparel brands and retailers, including Adidas, Anthropologie, Everlane, Hugo Boss, Outdoor Voices and Saks Fifth Avenue. After consumers sign up, they can install the Olive iOS app and/or Chrome browser extension, then Faust said, “You shop on the directly on the retailer and brand sites you normally would, and Olive assists you in that checkout process and automatically enters your Olive details.”

Olive chrome extension

Image Credits: Olive

The products are sent to an Olive consolidation facility, where they’re held for you and combined into a weekly shipment. Because the retailers are still shipping products out like normal, all that packaging is still being used — but at least the consumer doesn’t have to dispose of it. And Faust said that eventually, Olive could work more closely with retailers to reduce or eliminate it.

Until then, he said the real environmental impact comes from “the consolidation of deliveries into fewer last mile stops” — the startup estimates that doubling the number of items in a delivery reduces the per-item carbon footprint by 30%.

The weekly shipments are delivered by regular mail carriers in most parts of the United States, and by local couriers in dense urban areas. They arrive in reusable shippers made from recyclable materials, and you can return any products by just selecting them in the Olive app, then putting them back in the shipper and flipping the label over.

In fact, Faust argued that the convenience of the return process (no labels to print out, no visits to the local FedEx or UPS store) should make Olive appealing to shoppers who aren’t drawn in by the environmental impact.

“In order to have the largest environmental impact, the selling point can’t be the environmental impact,” he said.

Olive delivery is available at no extra cost to the consumer, who just pays whatever they normally would for shipping.

Faust acknowledged that Olive runs counter to the “arm’s race” between Amazon and other e-commerce services working to deliver purchases as quickly as possible. But he said that the startup’s consumer surveys found that shoppers were willing to wait a little longer in order to get the other benefits.

Plus, Olive is starting with apparel because “there’s not that same expectation of speed” that you get in other categories, and because the items cost enough that the delivery economics still work out, even if you only order one product in a week.

17 Feb 2021

Jet co-founder Nate Faust is building a more sustainable e-commerce experience with Olive

Nate Faust has spent years in the e-commerce business — he was a vice president at Quidsi (which ran Diapers.com and Soap.com), co-founder and COO at Jet (acquired by Walmart for $3.3 billion) and then a vice president at Walmart.

Over time, he said it slowly dawned on him that it’s “crazy” that 25 years after the industry started, it’s still relying on “single-use, one-way packaging.” That’s annoying for consumers to deal with and has a real environmental impact, but Faust said, “If any single retailer were to try to tackle this problem right now on their own, they would run up into a huge cost increase to pay for this more expensive packaging and this two-way shipping.”

So he’s looking to change that with his new startup Olive, which consolidates a shopper’s purchases into a single weekly delivery in a reusable package.

Olive works with hundreds of different apparel brands and retailers, including Adidas, Anthropologie, Everlane, Hugo Boss, Outdoor Voices and Saks Fifth Avenue. After consumers sign up, they can install the Olive iOS app and/or Chrome browser extension, then Faust said, “You shop on the directly on the retailer and brand sites you normally would, and Olive assists you in that checkout process and automatically enters your Olive details.”

Olive chrome extension

Image Credits: Olive

The products are sent to an Olive consolidation facility, where they’re held for you and combined into a weekly shipment. Because the retailers are still shipping products out like normal, all that packaging is still being used — but at least the consumer doesn’t have to dispose of it. And Faust said that eventually, Olive could work more closely with retailers to reduce or eliminate it.

Until then, he said the real environmental impact comes from “the consolidation of deliveries into fewer last mile stops” — the startup estimates that doubling the number of items in a delivery reduces the per-item carbon footprint by 30%.

The weekly shipments are delivered by regular mail carriers in most parts of the United States, and by local couriers in dense urban areas. They arrive in reusable shippers made from recyclable materials, and you can return any products by just selecting them in the Olive app, then putting them back in the shipper and flipping the label over.

In fact, Faust argued that the convenience of the return process (no labels to print out, no visits to the local FedEx or UPS store) should make Olive appealing to shoppers who aren’t drawn in by the environmental impact.

“In order to have the largest environmental impact, the selling point can’t be the environmental impact,” he said.

Olive delivery is available at no extra cost to the consumer, who just pays whatever they normally would for shipping.

Faust acknowledged that Olive runs counter to the “arm’s race” between Amazon and other e-commerce services working to deliver purchases as quickly as possible. But he said that the startup’s consumer surveys found that shoppers were willing to wait a little longer in order to get the other benefits.

Plus, Olive is starting with apparel because “there’s not that same expectation of speed” that you get in other categories, and because the items cost enough that the delivery economics still work out, even if you only order one product in a week.